Avaya Named Leader Position in Inaugural Report from Aragon Research for Conversational AI (CAI) in the Intelligent Contact Center (ICC)

Avaya (NYSE:AVYA), a global leader in solutions to enhance and simplify communications and collaboration, today announced it has been named as a Leader in the inaugural report: The Aragon Research Globe for Conversational AI in the Intelligent Contact Center (ICC) 2023 by Aragon Research, Inc.

According to the report¹, authored by Craig Kennedy, Sr. Director of Research at Aragon Research, the Avaya solution offers a “fully integrated technology stack including Unified Communication (UC), Contact Center (CC), and Workstream Collaboration (WSC), all extensible through Avaya Communications APIs and application library.” The report also indicates Avaya’s conversational AI solution is designed as “omni-channel, supporting text, voice, and visual interfaces.”

Conversational AI technology enhances the user experience in the form of intelligent virtual agents (IVA) or chat bots. These IVAs are now working alongside human agents as co-agents, enabling the human agents to easily resolve issues. IVAs are also available to users independently for their issue resolution through self-service access delivering a seamless and simplified, omnichannel customer experience.

Avaya’s workflow automation is an available solution for conversational AI. Its capabilities enable the creation of new virtual agents that can integrate Google, Nuance, and other conversational AI offerings into custom or pre-built solution virtual agents.

The conversational AI capabilities enabled by the Avaya Experience Platform differ from others by offering:

• Real-time voice-to-text transcription, biometrics, sentiment analysis, and guidance
• Low-latency live transcription
• End-to-end solution (no APIs required)
• Agent assist
• Extensive partner network and ecosystem
• Software consumption across private, public, and hybrid clouds

“Companies strive to make the customer experience personalized, effortless, and frictionless; the agent experience should be no different,” said Ahmed Helmy, GVP of the Experience Platform Product Management, Avaya. “Conversational AI in the contact center can greatly enhance both the customer and agent experience. End customers want self-service access to address transactional needs quickly, but also want the flexibility to choose a human agent when a more complex issue arises. The Avaya Experience Platform can enable and augment agents to predict and react faster to real-time customer needs with the right level of access to information. Overall, this helps agents provide an upleveled experience by better contextually serving their customers and delivering an end-to-end omnichannel experience focused on the customer.”